Complaints

This profile includes complaints for Sundance Vacations, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sundance Vacations, Inc.

  264 Highland Park Blvd Wilkes Barre, PA 18702-6711

• 

  Sundance Vacations, Inc.

  4000 Crums Mill Rd Ste 104 Suite 104 Harrisburg, PA 17112-2896

• 

  Sundance Vacations, Inc.

  620 Allendale Rd Ste 150 Suite 150 King of Prussia, PA 19406-1467

• 

  Sundance Vacations, Inc.

  76 Kennedy Dr Drums, PA 18222-2238

• 

  Sundance Vacations, Inc.

  PO Box 760 Albrightsville, PA 18210-0760

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 13, 2022 We went to a Sundance presentation and bought one of their packages. We paid $1000 down payment and will have loan payments starting November 15th. The account number is ********. After looking over the paper work we went to cancel it in their paperwork they say you don't have the right to rescission but in pa you always have 3 days we found out after doing some research on how to cancel. They told us that their are properties near us and that off season prices are $199. Well their is not a lot of local places near us to book and there is not many off season prices. We felt pressured to sign, we first told them the down payment of $3000 didn't work for us then they lowered the down payment price, the interest rate and gave us an extra week of vacation. They also tell you it is not a timeshare when in the end it basically is. We want to cancel this package and get our money back if possible. If we can we will be stopping payment on the $1000 that was charged to our credit card. Hoping this will be resolved before the first payment is due if not we will probably stop payment on the funds coming out of the bank account. Please help us to get out of this. We were mislead by their presentation and by their staff. Sorry the Pages are not full pages our scanner can not do legal size papers.

  Business Response

  Date: 08/29/2022

  August 29, 2022 

  Thank you for your letter dated August 16, 2022 regarding ******** ******. I was sorry to hear that ****  ****** felt that the decision to purchase her Vacation Program Agreement was the product of being “pressured,” or that she felt that details of her Vacation Program Agreement were in any way  misrepresented. It is never our intention to mislead clients, but rather one of our main priorities to ensure  that all information is fully disclosed and that all our customers are comfortable with their purchase. 
  

  Regarding **** ******’s assertion that our sales staff pressured her into the decision to purchase her Vacation Program Agreement, we feel that we gave her multiple opportunities to express these feelings,  and our records indicate that she never did. As part of our Vacation Program Agreement we include a  Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand  questions by responding “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your  reference, but we ask that you note the section below which shows **** ****** responding in the  affirmative when asked about her overall satisfaction with our Sales staff and the overall purchase.  
  
  In response to **** ******’s assertion that she was misled regarding the availability of “local places,” we  feel that this is demonstrably untrue. A quick availability search of the Northeast Region (**** ******  resides in the Harrisburg area) shows dozens of properties available for immediate booking within an easy day’s drive for her. While we find it unfortunate that **** ****** does not want to take advantage of  any of these opportunities, it is most certainly not due to any lack of inventory. 
  
  During a phone conversation on August 29, 2022, we were able to discuss this matter with **** ****** and we agreed, in the spirit of providing exemplary customer service, to honor her request to cancel her  Vacation Program Agreement. This cancellation will also provide **** ****** with a full refund of the  down payment made on her Vacation Program ($1,000.00). Our records indicate that **** ****** was  satisfied with this resolution. 

  We trust this resolves **** ******’s complaint, and we ask that you notify us if it is not resolved.  Should you have any questions regarding this or any other matter, please do not hesitate to contact this  office at (800)220-9400. 
  

  Sincerely,  
  Ed C********  
  Sr. Manager, Customer Care  
  Sundance Vacations Network

  Customer Answer

  Date: 08/31/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/15/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been under contract by Sundance Vacations since Feb 10th 2021 to pay them back a loan of $9000 plus dollars for a vacation package that I felt pressured into purchasing. I tried to make payments monthly of $125 thinking that I would use the travel weeks that was alotted to me. Not only are the weeks and destinations that Ive sought out were not available, Ive even gave back weeks to the company so as to lower my monthly payments. My household recently reduced from 2 incomes to 1 income and there was no assistance provided to me from the company. I would like to be removed from under contract to pay them anymore money and I am willing to give back whatever was alotted to me because I havent used any of the weeks given to me to use for vacation.

  Business Response

  Date: 08/29/2022

  August 29, 2022 
  Thank you for your letter dated August 16, 2022 regarding ******* *****. I was sorry to hear that ***  ***** felt that the decision to purchase his Vacation Program was the product of being “pressured,” or  that the purchase was adding any undue financial strain on him due to a change in household income. It  is never our intention to pressure our clients, but rather one of our main priorities to ensure that all information is fully disclosed and that all our customers are comfortable with their purchase. 

  Regarding *** *****’s assertion that our sales staff coerced him into the decision to purchase his Vacation Program, we feel that we gave him multiple opportunities to express these feelings, and our  records indicate that he never did. As part of our Vacation Program Agreement we include a Consumer  Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand questions by  checking “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your reference, and we ask  that you note the section below which shows *** ***** responding in the affirmative when asked about  his satisfaction with our Sales staff and comfort with the overall purchase.  
  
  Since receiving your letter, a representative from our Customer Care team has attempted to contact ***  ***** in an effort to resolve this issue. Our records indicate that we have left voicemail messages for ***  ***** on several occasions (April 23rd, 24th and 27th, 2022) but we have been unable to discuss this matter  with him. Thus, we are not able to offer a complete resolution to this complaint. We remain confident  that if given the opportunity we could resolve *** *****’s concerns, and if he would like to be an active 
  participant in the resolution to this matter, I would encourage him to contact us at his earliest  convenience.  
  

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. If you have any  questions regarding this or any other matter, please do not hesitate to contact this office at ###-###-####. 
  

  Sincerely,  
  Ed C********  
  Sr. Manager, Customer Care  
  Sundance Vacations Network

• Initial Complaint

  Date:08/11/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This year my partner and I signed up with Sundance Vacation. I went to see a presentation in order to receive a free gift and trip. We spent what felt like forever in a presentation, repeating that I was not interested. Finally, when we thought it was over a man came out and made it even lower, I still said no and explained that my mother is sick and she lives in ******. Again, another pitch was made and we felt pressured into an agreement. Less than an hour later I called to cancel but there was no answer. Days later I spoke to a rep about cancelling she told me once I sign a contract typically you cannot cancel. I did not know what to do. After receiving 2 bills in August we cannot afford it. I had to speak with someone because this is affecting my mental health. I have to support my mother while also taking care of my family. I was informed there should be a few days after signing the contract that allows me to cancel, I was shocked. I called on 8/11/2022, very upset that I was lied to only to be met with another rep who did not care and was very condescending. We went through each page when we signed up and they NEVER once brought up that disclaimer. The young lady spoke over each page we signed, if that was highlighted I would have NEVER signed up. I should always have the option to cancel even if within a few days. I feel like they have taken my right away, now I am stuck in a contract that I cannot use. Any days we take off from work is to visit my mother in a country they dont provide services for. They are refusing to cancel my contract even though, as a lawyer informed me, they have the power to release us from. They are choosing to take advantage of someone who is financially exhausted, with inflation, cost of living is rising and also solely supporting a sick parent across seas, this is too much. At this time, we are not requesting reimbursement for payments previously submitted but simply requesting this contract be cancelled and voided immediately.

  Business Response

  Date: 08/25/2022

  August 25, 2022 
  2 regarding ******* ******. I was sorry to hear that ***  ****** could not afford her Vacation Program, or that she felt that she was in any way “pressured” into  the decision to purchase. It is never our intention to pressure our clients, but rather one of our main  priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to understand.  
  Regarding *** ******’s assertions that our sales staff “pressured” her when selling the Vacation Program,  we take great exception. We feel that we gave *** ****** ample opportunity to express these feelings,  and our records indicate that she never did. As part of our Vacation Program Agreement we enclose a  Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand  questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your  reference, and we ask that you note the section below which shows *** ****** answering several  questions in the affirmative regarding her overall satisfaction with our Sales staff and her purchase.  
  
  Since receiving your letter, a representative from our Customer Care team has been able to discuss this  matter with *** ****** and bring it to an amicable resolution. During a phone conversation on August  23, 2022, we agreed that in the spirit of providing exemplary customer service we would honor ***  ******’s request and cancel her Vacation Program. This cancellation completely relieves *** ****** of the $5,008.30 of principal owed on the Vacation Program. *** ****** returned an executed copy of our  standard Termination Agreement to our offices, effectively cancelling her Vacation Program and  releasing both parties from their contractual obligations. 
  We trust this resolves *** ******’s complaint, and we ask that you notify us if it is not resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at  (800)220-9400. 
  

  Sincerely, 
  Ed C******** 
  Sr. Manager, Customer Care 
  Sundance Vacations Network

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I have paid thousands for vacation package that we have NEVER used yet are still being harassed for even more funds.

  Business Response

  Date: 08/23/2022

  August 23, 2022 
  

  Thank you for your letter dated August 9, 2022 regarding ******* *********. I was sorry to learn  that *** ********* was unable to utilize the Vacation Program Agreement that he purchased on  March 7, 2014, or that he felt he was in any way “being harassed for more funds.” 
  

  As for the contacts that *** ********* is referring to, these would be collections efforts for the Annual Service Charges due on his account, which have been in arrears for quite some time.  These fees are paid by all our customers, and when they are not paid in a timely manner there are  reminders sent via mail and phone calls made.  
  While we find it unfortunate that *** ********* is not utilizing the services available to him through his Vacation Program, we feel that it is no reflection on the services offered by  Sundance Vacations. Regardless, we would like to have the opportunity to speak to him regarding his Vacation Program and possible resolutions to this matter. 
  

  Since receiving your letter, a representative from our Customer Care division has been  attempting to contact *** *********. Our records indicate that we have left voicemail messages  for *** ********* on three occasions (August 18th, 19th and 20th, 2022), and as of this date we  have not been able to discuss this matter with him. As a result, we are not able to offer a  complete resolution to this complaint. I remain confident that if given the opportunity we could  resolve *** *********’s concerns. If *** ********* would like to discuss his complaint and be an  active participant in its resolution, I would encourage him to contact our Customer Care team at  his earliest convenience.
  

  We trust this resolves this complaint, and we ask that you notify us if it is not resolved. Should  you have any questions regarding this or any other matter, please don’t hesitate to contact us at  (800)220-9400. 
  

  Sincerely,  
  

  Ed C********  
  Sr. Manager, Customer Care  
  Sundance Vacations Network

• Initial Complaint

  Date:08/05/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want out of this membership or whatever and no more contact with Sundance vacations bc I’m the only one in my house hold with money coming in and I can not afford to pay this and it’s messing up my credit as long as I still owe these people money, now I didn’t have a clue that this was a loan that they was taking out in my name and reserving the money themselfs but either way I cannot pay so I want out I didn’t use the product at all and it’s not even that useable in the first place

  Business Response

  Date: 08/22/2022

  August 22, 2022 
  

  Thank you for your letter dated August 8, 2022 regarding ******* *******. I was sorry to hear that *** ******* felt that the details of his Vacation Program Agreement were not adequately disclosed, or that a  change in his income made it something he “can not afford to pay.” It is never our intention to mislead  clients, but rather one of our main priorities to ensure that all information is fully disclosed prior to any  purchase taking place. We strive to communicate, both verbally and in writing, all information in a  manner that is easy to understand. 

  Regarding *** *******’s claim that he “didn’t have a clue that this was a loan,” it is our position that this is demonstrably untrue. I have provided copies of the documents that outline the financing arrangement with this response, and we ask that you note that all of these documents (from which the most notable  excerpts are highlighted below) were signed and/or initialed by *** ******* to signify that their contents were understood. 

  Upon receiving your letter, we had a representative from our Customer Care team contact *** ******* in  an effort to see how we could be of assistance. During a phone conversation on August 18, 2022 our  records indicate that we were able to bring this matter to an amicable resolution, agreeing to revise ***  *******’s account. As a result of this, Sundance Vacations has relieved *** ******* from $10,000.00 of  principal owed on the Vacation Program. This revision will provide *** ******* with the full use of  twelve (12) vacation weeks which may be utilized as outlined in the Agreement, and our staff is looking  forward to assisting him in making reservations to do so. Our records indicate that *** ******* was  satisfied with this resolution. 
  

  We trust this resolves this matter, and we ask that you notify us if it is not resolved. Should you have any  questions regarding this or any other matter, please do not hesitate to contact this office at (800)220-9400. 
  

  Sincerely, 
  

  Ed C******** 
  Sr. Manager, Customer Service 
  Sundance Vacations Network

• Initial Complaint

  Date:08/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up for Sundance vacations last night and I want to cancel my contract. I was mislead by fast talkers. Pennsylvania has a 3 day cooling off period where you can cancel a contract so I called to cancel hours after I signed up and was told I couldn't because I signed a contract! (This is literally what the 3 day cooling off period is for) Please cancel my contract and refund my money. If someone from Sundance vacations can contact me to cancel my contract! I was pressured into this!

  Customer Answer

  Date: 08/05/2022

  Hey *******, my name is ************************* and I would like to cancel my BBB request against Sundance vacations.
  
  Thanks *******!

• Initial Complaint

  Date:08/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just given a presentation by Sundance Vacations at the **************** in PA about 12 hours ago. The entire experience was a whirlwind that left my partner and I exhausted and confused. We hadn't eaten before the 7:30pm presentation and when we got there at 7 and asked if we could go get food quickly, the receptionist said "the presentation is very short, and I'd recommend staying or you'll miss it." We didn't end up leaving until after 9 and the food court had all closed. The salespeople were very friendly and enthusiastic, but talked so loud and fast. Whenever we would ask a question, they'd either change the subject right away or give a short dismissive answer and then change the subject. When my partner voiced her concerns multiple times (we can't afford it, it's too much of a time commitment, etc) she was told "it'll be fine, don't worry about it" and the subject was changed again. The salesperson eventually brought over his supervisor who kept bringing the price down to what was "comfortable" even though we still said we couldn't really afford it. We were given no time to discuss the matter with each other and they kept pressuring us by telling us the offer was time sensitive and we "wouldn't want to leave without it." Also, they kept blaring 90s pop music at a level that made it really hard to hear totally what was being said and hard to think. We ended up putting down $1000 which was charged immediately and we can't afford that or the rest of the plan ($4400). We wanted to turn around and ask to cancel right after we left but they had already closed the doors and turned off the lights. We just want a refund and to get out of the contract. We both feel incredibly taken advantage of. I'm typically not the kind of person to file complaints like this, but I have to put my foot down somewhere.

  Business Response

  Date: 08/15/2022

  August 15, 2022 

  Thank you for your letter dated August 3, 2022 regarding ****** ****. I was sorry to hear that *** **** could not afford her Vacation Program, or that her decision to purchase the program was the result of our  sales staff “pressuring” her. It is never our intention to pressure our clients, but rather one of our main  priorities to ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to understand.  

  Regarding *** ****’s assertions that our sales staff pressured her when selling the Vacation Program, we  take great exception. We feel that we gave *** **** ample opportunity to express these feelings, and  our records indicate that she never did. As part of our Vacation Program Agreement we enclose a  Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to-understand  questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for your  reference, and we ask that you note the section below which shows *** **** answering several questions  in the affirmative regarding her overall satisfaction with our Sales staff and her purchase.  

  Since receiving your letter, we reviewed *** ****’s account and discovered that we had already brought  this matter to an amicable resolution. During a phone conversation on August 3, 2022 (the same day we  received the letter from your office), we agreed that, in the spirit of providing exemplary customer  service, we would honor *** ****’s request and cancel her Vacation Program. This cancellation completely relieves *** **** of the $5,400.00 of principal owed on the Vacation Program. We sent *** **** our standard Termination Agreement, which she signed and returned to our office, effectively  relieving both parties from their contractual obligations. No payments had been processed, so no refund  was due. 
  

  We trust this resolves *** ****’s complaint, and we ask that you notify us if it is not resolved. Should  you have any questions regarding this or any other matter, please do not hesitate to contact this office at  ###-###-####. 
  

  Sincerely, 
  Ed C******** 
  Sr. Manager, Customer Care 

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We felt pressured by both the manager and the sales representative after 3 hours to take our dream vacation on them and to finally agree to the contract, we feel that they did not truly explain the program and fully read through everything to us. After reading through the contract ourselves at home we feel we have been blind sided and we can not financially afford to do this. We want to cancel the vacation program agreement. I have tried to contact them twice by phone and once by person but I have been told that I would receive a call back because no one is available to speak to me and I get no return phone calls. My account number is ********. This was from July 16,2022. I have now brought this to the BBB because I need a resolution.

  Business Response

  Date: 08/15/2022

  August 15, 2022 

  Thank you for your letter dated August 3, 2022 regarding ******* *******. I was sorry to hear that  *** ******* could not “financially afford” her Vacation Program, or that she felt that she was in any  way “pressured” into the decision to purchase. It is never our intention to pressure our clients, but rather  one of our main priorities to ensure that all information is fully disclosed prior to any purchase taking  place. We strive to communicate, both verbally and in writing, all information in a manner that is easy to  understand.

  Regarding *** *******’s assertions that our sales staff “pressured” her when selling the Vacation  Program, we take great exception. We feel that we gave *** ******* ample opportunity to express  these feelings, and our records indicate that she never did. As part of our Vacation Program Agreement  we enclose a Consumer Disclosure Acknowledgment, which has our clients answer a series of easy-to understand questions by answering “Yes” or “No.” I have enclosed a copy of this Acknowledgment for  your reference, and we ask that you note the section below which shows *** ******* answering  several questions in the affirmative regarding her overall satisfaction with our Sales staff and her purchase.  
  
  Since receiving your letter, a representative from our Customer Care team has been able to discuss this  matter with *** ******* and bring it to an amicable resolution. During a phone conversation on August 3, 2022, we agreed that in the spirit of providing exemplary customer service we would honor ***  *******’s request and cancel her Vacation Program. This cancellation completely relieves ***  ******* of the $14,800.00 of principal owed on the Vacation Program. As soon as *** ******* returns an executed copy of a provided Termination Agreement to our offices her account will be fully  cancelled. 

  We trust this resolves *** *******’s complaint, and we ask that you notify us if it is not resolved.  Should you have any questions regarding this or any other matter, please do not hesitate to contact this  office at (800)220-9400. 
  

  Sincerely, 
  Ed C******** 
  Sr. Manager, Customer Care 

• Initial Complaint

  Date:08/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 30th, I entered a contract agreement with Sundance Vacations in response to a free vacation week I had won. The agreement was for their Vacation Package which was negotiated to 12 vacation days, for a total of $5400 dollars which would be paid in installments of $116 dollars a month. a service and taxes charge was also included of $479 dollars that would be paid quarterly. For this agreement, the business was committed to providing me their vacation weeks at units they offered globally, and these units were to be booked for what was said to be 7 days, 8 nights. I had taken a survey which showed that the location I was most concerned with was Japan. I was assured multiple times that Japan was provided in their listings as part of their offer and the staff had taken me to their website where they had me look up Japan locations. At this moment, not a single location came up and they had assured me it was due to the internet being slow. After signing on to the package, I later was on the phone with their support team that was walking me through the locations I was interested in which showed Japan bookings of 4 days only. This wasn't really expected as their offer is 7 days, but after investigating further, their support team notified me that these listings were a mistake and that their tech team was told to remove Japan from their listings as the organization was no longer in good standing with the region. Japan is still not provided, and it may be due to travel restrictions the region has related to COVID-19. Still, at all moments for me as a potential buyer, to a customer trying to use the product, I was told it was provided, shown potential units in Japan, then told those units are not available, and won't be. I feel as though I am not receiving what I was offered, and am only now retroactively being told Japan is not in the listing as a way of damage control for offering something they were never able to provide. ... see supporting document..

  Business Response

  Date: 08/15/2022

  August 15, 2022 
  

  Thank you for your letter dated August 2, 2022 regarding ******* ******. I was sorry to hear  that *** ****** felt that the details of his Vacation Program Agreement were not adequately  disclosed. It is never our intention to mislead our clients, but rather one of our main priorities to  ensure that all information is fully disclosed prior to any purchase taking place. We strive to  communicate, both verbally and in writing, all information in a manner that is easy to  understand.  
  

  In his letter to your office *** ****** expressed dissatisfaction with the destinations available for  travel through the Vacation Program, particularly the availability in Japan. While we are sorry to  hear that *** ****** was not pleased with the selection of properties available through our  services, we feel that there are many destinations available that would have provided him with excellent vacations at significant savings. 
  

  Upon receiving your letter, a representative from our Customer Care team contacted *** ******  and our records indicate that, in the interest of providing exemplary customer service, we agreed  to honor his request for cancellation. *** ****** was sent our standard Termination Agreement, and as soon as he returns the executed document to our offices his Vacation Program will be  cancelled, effectively relieving both parties from their contractual obligations. This termination  will also provide *** ****** with a full refund of the principal paid towards the Vacation  Program. 

  We trust this resolves *** ******’ complaint, and we ask that you notify us if it is not resolved.  Should you have any questions regarding this or any other matter, please do not hesitate to  contact this office at (800)220-9400. 
  

  Sincerely,  
  Ed C.  
  Sr. Manager, Customer Care 
  Sundance Vacations Network

  Customer Answer

  Date: 08/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2022, I was at Jones Beach, NY. A man claiming he was doing a $1,000 ******* airlines raffle was on the boardwalk. I filled out an entry. I received a phone call a few weeks later that I won. The company to call me to tell me that I won was Sundance Vacations. They proceed to tell me that in order to claim my prize, I must take a class of theirs in another state, NJ, and pay a $100 fee. The prize wasn't actually a $1,000 credit for ******* airlines, but for a hotel (participating locations would be conveyed) and I had to book right then and there on that phone call. After communicating my disappointment and surprise at the hidden fee, class taking, and that the prize wasn't for the airline, I told the representative I would think about it and call back. I was told it was a time sensitive decision and I needed to call back within 24 hours. To me, I decided that the winning wasn't worth the trouble and money which wasn't told to me upon filling out the raffle entry. I did not call the representative back. They continue to call me and leave voicemails constantly asking me to claim this prize.

  Business Response

  Date: 08/15/2022

  August 15, 2022 

  Thank you for your letter dated August 1, 2022 regarding ****** *****. I was sorry to hear that *** ***** was displeased with the circumstances surrounding our marketing efforts. Our marketing team  takes great care in the manner in which our promotional offers are made, and we are disappointed that  *** ***** felt that they were in any way “scamming innocent people.” 
  Since receiving your letter, we have examined *** *****’s complaint with our marketing team, reviewing  the calls made to her. During a conversation on July 12, 2022, our marketing staff discussed the details  of the promotion with *** *****, explained the $100 agency fee for booking the promotional trip  correctly (including that it was only due at the time of booking travel, not when visiting our office), and  unsuccessfully attempted to book an appointment for her to take part in the promotion, with the call  disconnecting mid-effort. After leaving one voicemail message a week over the following two weeks  (July 20th and 29th, 2022), *** ***** contacted our marketing team and asked that we place her on our  “Do Not Call” list, which we immediately did. Our records indicate that there have been no attempts to  contact *** ***** since then. 
  We trust that this resolves *** *****’s complaint, and we ask that you notify us if it is not resolved.  Should you have any questions regarding this matter, please do not hesitate to contact this office at  ###-###-####. 
  Sincerely,  
  Ed C********  
  Sr. Manager, Customer Care 
  Sundance Vacations Network

  Customer Answer

  Date: 08/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because there is absolutely no remorse here that I filled out a raffle which was for a $1,000.00 ******* airlines credit, to which I was then called by Sundance offering me a trip. The explanation told to me by the marketing team never referenced *******, but instead offered me to take an informational class in New Jersey, 2-2.5 hours from my home, while also paying a $100 fee. This letter does nothing to rectify the situation but just cover up something that shouldn't be going on in the first place. It is a scam! When you fill out a raffle for something that is free and for an entirely different company and prize that you are told after the fact, it is just a marketing scam to obtain my information and waste my time. The company should feel ashamed that this letter is their response to the complaint. Maybe if more people took the time out to file a BBB complaint, they would change their course of action.  No further contact is needed other than the company seeing this reply. What a shame!
  

  Regards,
  
  ***********************